RareYou - Order delivered in a bad shape and not as expected

Its about the instagram influencer Vishwa narwal who is running a business of macrame products.
I ordered a macrame bouquet from her which she had presented in her instagram reel , I ordered the same on her website on *st october
It was delivered on *th oct and was not in good shape at all. My parents who received it said it was not tied in bouquet and all parts ( papers, flowers, decor clothes etc) were all loosened up.
There was no message Which I included for my parents while placing an order.
There was no battery operated light either for which I had paid extra.
When I reached out to Vishwa , she told me that she will look into the matter on Monday *th Oct and provide me best resolution.
Please note that by Monday *th oct I had already passed ** hours of return window time.
Vishwa was not really cooperative in this entire time.
She kept insisting that its not their fault and its the unboxing mistake done by my parents and the message and the battery operated light is in the box
She never accepted her teams mistake and put the whole on us.she also said she will share the cctv footage of my order being packed but it was never shared by her .
I have been requesting her to return and pick up the package and refund my money
After wasting so many days she said read the return policies , which clearly states that it wont be accepted after ** hours since delivery and customer have to make arrangements to ship it and they will not cover the shipping charges
After receiving the package they will only decide whether Customer would be eligible for the refund or not.
This is just so unprofessional on her part.
I would like to file a complaint against her , I just want the same amount of money back as I invested